College statement on online consultations

Responding to the DHSC’s announcement this morning that almost all GP practices in England are offering online access for patients, Prof Victoria Tzortziou-Brown, Chair of the Royal College of GPs, said:

“GPs and their teams continue to work exceptionally hard to meet rising patient demand, delivering record numbers of appointments despite ongoing workforce and workload pressures.

“Today’s figures show that most practices are now providing online access for patients, which is an important step forward in improving convenience for many. At the same time, it is important to recognise that quick access does not always equate to timely or clinically appropriate care, and that online systems may not suit everyone. Practices should be supported to offer a range of access routes so they can respond effectively to the diverse needs of their communities.

“As new initiatives are implemented, it will be important to understand how they operate in real-world settings, identify where support is needed, and consider any unintended consequences, including effects on proactive, routine care. We should also assess whether rises in activity genuinely enhance patient experience, quality, continuity, outcomes, and GP wellbeing, which cannot be captured through activity figures alone.

“With finite capacity, practices need effective tools to prioritise care by clinical need. Without a parallel expansion of the GP workforce and wider primary care capacity, there is a risk of creating internal waiting lists without meaningful improvement in overall system performance.

“While the progress on access is encouraging, lasting improvement will require targeted investment in workforce, digital infrastructure, prevention, self-management, and a sustainable workload for GPs. Achieving this will depend on the wider health and care system working collaboratively with general practice to ensure changes are practical, supported, and truly beneficial for patients.”

Further information

RCGP press office: 0203 188 7659
press@rcgp.org.uk

Notes to editors

The Royal College of General Practitioners is a network of more than 54,000 family doctors working to improve care for patients. We work to encourage and maintain the highest standards of general medical practice and act as the voice of GPs on education, training, research and clinical standards.